Remote Senior Service Delivery Leader for MSPs

Ensono; Madison (WI); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

401k with company match

Dental, vision, disability, life, and

Job summary

Ensono is seeking a Senior Service Delivery Manager to serve as the primary operational advocate for assigned clients, ensuring services meet expectations and business outcomes across multi-service environments.

The role leads governance, performance management, escalations, and continuous improvement while coordinating cross-functional teams and client onboarding. Strong ITIL, communication, and financial acumen are essential.

Qualifications

• Bachelor’s degree and at least seven years of related experience in service delivery management.
• Experience managing strategic client accounts in an MSP or multi-tower IT environment.
• Strong ITIL knowledge; ITIL certification preferred.
• Ability to mentor colleagues and communicate with Director-level stakeholders.
• Financial and commercial acumen, including budget management, consumption reporting, and growth opportunities.
• Working knowledge of ServiceNow and hybrid technology environments.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.
• Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into clear business insights and recommendations.
• Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.
• Oversee change, release, and maintenance coordination, representing the client perspective and minimizing business disruption.
• Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with Ensono and client requirements.
• Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and identification of growth opportunities.
• Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, and cost-efficiency initiatives.
• Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs.
• Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.
• Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.

Skills

ITIL knowledge

Executive communication

Problem solving

Education

Bachelor’s degree

Tools

ServiceNow

AI tools usage

Hybrid IT environments

Job description

Ensono is seeking a Senior Service Delivery Manager to serve as the primary operational advocate for assigned clients, ensuring services meet expectations and business outcomes across multi-service environments.

The role leads governance, performance management, escalations, and continuous improvement while coordinating cross-functional teams and client onboarding. Strong ITIL, communication, and financial acumen are essential.